Company Policy

About our Shipping Policies and Procedures

Nearly all orders are shipped same day if placed before noon Pacific time and next day if placed later than that. We are sometimes out of stock. In that case, we will notify you by email or phone if the delay prior to shipping is expected to exceed 5 working days. If you are in a particular hurry, we suggest you call us between 8 am and 4 pm Pacific time Monday through Friday and discuss your delivery needs. Please remember that we cannot guarantee shipping dates or arrival dates.

International Shipping

International customers are responsible for any customs fees, duties and taxes.

Our Return Policy

If you are not satisfied with your purchase for any reason, please call for a Return Merchandise Authorization number (RMA number) within 30 days of receipt for a full refund less original shipping charges. We will use the RMA number to ensure your return is processed correctly. We expect returned goods to be in original, resalable condition. We process returns Tuesday through Friday except for holidays and generally expect that returns are processed by the next processing day after receipt.

The return period is extended to 90 days for any product that is based upon the Endura Flap™ and for all Plexidor and High Tech Pet products.

Product that is returned missing parts, with weather-strip attached, scratched "used" flaps and so on may be refused for return or the return amount may be reduced by the labor and parts needed to make the product like new. If we need to refurbish your returned product, your refund may be delayed.

Some manufacturers have more stringent return policies which we are required to follow. These are identified in the warranty information for each manufacturer. Please understand that we are bound by these requirements. We also have a "Restocking Fees" page that may be accessed from all category pages that identifies those companies that impose restocking or other fees which we must pass on.

Please note that you may not return an item that has been built 'custom' for you. Nor may you return a pet door that has been obviously installed or used by your pets.

In a case where has not charged ground shipping on the product, the original shipping charge will be deducted from the refund in case of a return.

Call us at (800) 826-2871 for help before you decide to give up on your pet door. There are many tips, tricks and techniques that we can help you with to get a satisfactory result to an installation problem. Or you can email your question to

Warranty Claims

A warranty is a promise by the manufacturer of a product that it will be free of defects and will perform as promised. Different manufacturers have differing warranty terms. We publish these and encourage our customers to check them prior to purchase. Our experience has been that our suppliers are very responsive to warranty problems encountered by our customers.

Security and Privacy Issues

See our Privacy Policy page.

Consistent Pricing

Some web sites are, apparently, making news from the disclosure that they have different pricing for different customers. For example, new shoppers might get cheaper pricing than repeat customers. does not engage in these types of practices.

If You Have a Complaint, Take it to the Boss

Your email will be read by Nick Pullano, General Manager, at Please use this for extraordinary situations only. You will get faster service and answers to normal questions, installation problems and delivery concerns at

Hard Facts to Face
There are 45 cats and dogs for every person born
Only 1 out of every 10 dogs born ever find a permanent home.
Only 1 out of every 12 cats born ever find a permanent home.
800 dogs and cats are destroyed each HOUR in the U.S. because there are not enough homes for them.
Please spay or neuter your animals!